Terminal and critical illness support

Savings

If you have money in a savings account, you can decide to:

• stop or reduce your payments
• withdraw money from your account

Withdrawing money

Taking out money may affect your savings. The withdrawal options vary by your account type. We might be able to help with extra requests so please contact us to explore your options.

If you have a Fixed Rate E-Bond, you cannot withdraw money from the account during the fixed rate period.

If you have a Fixed Rate Cash ISA, then there will be a charge for taking money out during the fixed rate period.

If you have a Defined Access account, then you can make 3 withdrawals per calendar year without impacting your interest rate. Any additional withdrawals will reduce the interest rate payable.

Mortgages

There are different ways we can support you if you're worried about your mortgage payments.

Support if you’re struggling to make repayments

Contact our mortgage team to discuss your circumstances and concerns, and how we could support you.

Virgin Money Mortgages

Your account number will look like this: 12345X-12345.

We're here Monday to Friday, 8am to 6pm.

Clydesdale and Yorkshire Bank Mortgages

Your account number will look like this: 12345678

We're here Monday to Friday, 8am to 7pm.

Critical illness

If you are looking to repay your mortgage early due to a critical illness, please contact us to discuss options available and how we can provide support at this difficult time. Not all customers have a life policy but some customers may seek to repay with their own funds due to circumstances.

Call us on

We're here from 8am - 6pm Monday to Friday, 9am - 1pm Saturday.

Mortgage payment holiday

If you have a mortgage with flexible features, you may be eligible to take a payment holiday for up to 3 months.

Support through the Mortgage Charter

As part of our commitment to the government’s Mortgage Charter, we may be able to:

• pick out a new mortgage deal up to 6 months before your current one ends
• extend your mortgage term to reduce your monthly payments
• switch you to an interest-only mortgage temporarily

Investments

If you invest into a Stocks and Shares ISA or an Investment Account, you can decide to:

• stop or reduce your payments
• withdraw money from your account

Ways to let us know

Call

If you’d like to talk through reducing payments in or withdrawing your money, please contact us. We're here to help.

Online

If you're happy to make a change or withdraw your funds yourself, you can do so online at any time.

Don’t forget, reducing how much you invest can reduce how much you’ll get back.

Bear in mind that if you put money back into your Stocks and Shares ISA then it will count towards your annual ISA allowance.

Pensions

You may decide to:

• stop or reduce your payments
• get your pension early
• transfer to another pension provider if you'd like more flexible access to your pension

Ways to let us know

Call

If you’d like to talk through reducing payments in or withdrawing your money, please contact us. We're here to help.

Online

If you’d prefer you can request any of these options using the secure messaging service available online or through the app.

Getting your pension early

If you're unable to carry out your usual type of work due to illness then you may be able to get money from your pension early, subject to evidence.

If your claim is approved, you can get your full pension amount that will be:

• tax-free if you’re terminally ill and aged under 75
• taxed according to HMRC rules if you’re terminally ill and over 75
• a combination of 25% tax-free and 75% taxed according to HMRC rules if your illness isn't terminal

Next steps

1. After you contact us, we'll provide you with two forms. One for you to complete and another for your doctor (registered medical practitioner) to complete as evidence. You'll need to return the completed forms to us.
2. We'll let you know the outcome of your claim after reviewing the forms and medical evidence.
3. If approved, we’ll pay your pension amount. If we’re unable to approve, we’ll be in touch.

Life Insurance

Find details on:

• how to check your cover and make a claim
• what to do if you’re struggling with repayments
• additional benefits linked to your life insurance

Checking you're covered

You might have cover elsewhere so check with your policy providers. If unsure, log into your accounts and check payments or bank statements.

Terminal illness

Terminal illness is covered by our Family & Lifestyle Life Insurance and Mortgage Life Insurance. This is an advance payment of the amount of life cover detailed in your policy. To be eligible, you must have a terminal illness diagnosis from a hospital consultant where life expectancy is less than 12 months.

Critical illness

Critical illness cover is an optional add-on to both Family & Lifestyle Life Insurance and Mortgage Life Insurance. Please check your policy documents to see if you are covered for critical illness or contact the insurer.

Childhood critical illness

If you have Family & Lifestyle Life Insurance, childhood critical illness cover is an optional extra regardless of whether you have critical illness cover on the main policy. Please check your policy to confirm if you are covered and the amount.

If you have Mortgage Life Insurance with critical illness cover, childhood critical illness is automatically included.

Check what critical illnesses are covered

Check the relevant document for your insurance type to see what critical illnesses are covered

Family & Lifestyle Life Insurance with critical illness cover

• Life Insurance policy summary(PDF, 116KB)

Mortgage Life Insurance with critical illness cover

• Mortgage Life Insurance with critical illness cover(PDF, 1.8MB)

Making a claim

To claim for a terminal or critical illness, you or your registered representative must contact us within six months of being diagnosed.

You cannot make terminal illness claims in the last 12 months of your policy. The claims are only payable if you have paid the policy premiums to date.

Family & Lifestyle Life Insurance claims

Call

The number to call depends on when you took your policy out.

Email

Write to

Virgin Money Life Insurance
16-17 West Street
Brighton
BN1 2RL

Mortgage Life Insurance claims

Find details on how to make a claim in your policy wording Link opens in a new window.

Next steps

After the initial contact, we’ll provide a claims form that will need to be completed. We could also ask for additional evidence to support the diagnosis.

Struggling with insurance payments

Speak to us to see if we can help.

Family & Lifestyle Life Insurance payment support

We may be able to offer a payment holiday for up to 3 months.

We may be able to reinstate a policy that you’ve missed payments for. Provided payments have only been missed in the last 3 months.

Additional benefits

When you contact the insurance provider you can ask to find out more about the additional benefits and whether they might be helpful in your circumstances.

Family & Lifestyle Life Insurance benefits

You may be eligible for a free will writing service and free legal advice. You can also make use of the ‘Loved Ones Service’ online that emails a summary of your policy to chosen friends or family members. More information about these benefits can be found in the Life Insurance terms (opens in a new tab) Link opens in a new window.

Mortgage Life Insurance benefits

Legal & General have a range of additional benefits, including their nurse support services. These services are designed to give you long-term practical advice and emotional support from qualified nurses.

Other accounts

Worried about money? Find ways to contact us if you have a credit card, current account, personal loan or business account.

Breathing Space

One way we might be able to help is by offering you Breathing Space on your account. This is a short-term solution that gives you time to get debt advice to find a longer-term solution.

It includes:

• freezing most interest, fees and charges on debts
• pausing most enforcement action and contact from creditors

Please get in touch to talk about your account, and we can agree on the best solution for you.

Credit cards

We're here Monday to Friday, 9am to 7pm.

Current accounts

We're here Monday to Friday, 8am to 7pm.

Personal loans

We're here Monday to Friday, 8am to 7pm.

Business

View our money worries guide for ways to get in touch.

You can also speak to your relationship manager and we'll do what we can to help.